Business Support Agent
- Job location: San Diego
- Work time: Full time
- Contract type: Regular
Job summary
JOB PURPOSE: The Technical Support Business Support Agents are vital to ensuring that our Partners and SLA customers receive the highest level of support possible for our business solutions.
DUTIES and RESPONSIBILITIES:
- Answers and addresses all incoming phone, voicemail, email, and chat requests for support.
- Take ownership of each issue assigned and effectively bring it to resolution or escalation.
- Responds to customer questions and solves complex problems using a combination of standardized procedures and in-depth troubleshooting.
- Must possess ability to analyze and interpret logs, including but not limited to system logs, product specific logs, antivirus logs, etc.
- Participates in a rotating schedule for after-hours support to include evenings, weekends, and holidays. Responds to inbound calls during assigned rotation and takes accountability for ownership of all after-hours issues during assigned rotation.
- Responds to social media site inquiries referred by the ESET Online Community Manager(s) - i.e. LinkedIn, Facebook, Spiceworks, ESET Security Forum, etc.
- Keeps precise records of all customer interactions, recording details of inquiries, complaints, troubleshooting, comments, as well as any actions taken.
- Helps improve product reliability by asking the customer probing and effective questions to gather information in determining source of problems and customer needs.
- Uses product information, multiple client tools, client specific reference materials, advanced technical knowledge, customer service, and problem solving skills to diagnose and resolve complex issues.
- Maintain a favorable image of ESET when interfacing with outside sources.
- Accurately record and submit timesheets and paid time off requests.
- Answers and resolves cases within SLAs that are established by Technical Support Management.
- Work closely with other departments to resolve outstanding issues.
- Document and present technical support and/or training material to internal customers - i.e. Technical Support, Sales, etc.
- May be asked to conduct one-on-one or group setting training of users, customers, and resellers.
- Performs other duties and responsibilities not specifically outlined herein, as requested by the management team.
- Provides support to resellers and end users in selecting optimal business solutions for their environment.
- Accurately track, log and otherwise tag support requests using the approved CRM, and/or other management approved tools.
- Ensure the successful onboarding of new, recently renewed, or upgraded partners, partner customers and direct customers.
- Ensure customer needs are met by ensuring customer awareness of relevant ESET products and services when appropriate.
- Provide excellent support by ensuring customers are aware of products and services relevant to their needs as identified during the support interaction.
- Effectively collect and submit relevant data to appropriate groups for analysis. Based on findings follow up with customers regarding ticket statuses in a timely manner.
- Document and report all escalated issues to appropriate groups (i.e. weekly report).
- Communicate escalated and trending issues to other Technical Support Teams.
- Submit and maintain escalated/trending content within SharePoint sites.
- Test and replicate reported issues in test environment then report/document findings and results.
- Serve as Primary Contact and Subject Matter Expert for ESET Technical Alliance Partners as needed.
- Assist in creating and delivering internal processes and documentation to internal customers.
GOALS and OBJECTIVES:
- Maintain the highest level of quality by resolving issues with the correct info in a timely manner.
- Strive to resolve customer issues with one call resolution.
- Work closely with other team members to make sure we provide extremely high levels of service to our customers.
- Meet and exceed bi-annual goals set forth by Technical Support Management.
PERFORMANCE MEASURES:
- Must pass case and call quality goals.
- Must meet call and chat handling goals such as wrap-up, phone and chat volume, talk time and other stats.
- Meet or exceed goals for customer satisfaction based on customer satisfaction surveys.
- Must maintain team ownership requirements.
- Must be able to adhere to assigned schedule.
- Attend and participate in scheduled team meetings.
KEY SUCCESS FACTORS:
- Ability to work independently, with little supervision in a call center environment.
- Customer centric demeanor.
- Critical thinking, problem solving, and research skills a must.
- Working technical knowledge of current protocols, operating systems and standards, including TCP/IP, Windows, Android and Mac OSX.
- Ability to communicate with administrators of large private business and government systems with confidence and authority.
- Ability to work multiple projects and tasks simultaneously in an efficient and timely manner.
- Must be able to adapt to every type of customer regardless of the computer skills they possess.
COMPETENCIES:
- Customer/Client Focus
- Decision Making/Problem Solving & Planning & Organization
- Stress Tolerance
- Action Oriented
- Quality Orientation & Work Standards
- Teamwork & Collaboration
- Adaptability
- Initiative
JOB FIT:
- Must be available to work 24x7 days, evenings, weekends, and holidays - as requested by management - to meet the demands of the department and our customers.
- Must have the flexibility to work overtime on short notice - as requested - by the management team.
- Must have a history of good attendance.
KEY TECHNICAL SKILLS, QUALIFICATIONS and EDUCATION:
- Bachelor's degree in Computer Science or four-year related degree highly desired.
- A+ certification is required. Additional certifications including Network+, Security+ or Microsoft Desktop Support Engineer/Microsoft Certified Professional (MCP) certifications, CCNA are highly desired.
- 2+ years of technical support experience in the software industry is desired, including but not limited to: malware handling, troubleshooting, and diagnosis experience.
- Network infrastructure experience or knowledge (i.e. switches, routers, firewalls, etc).
- Knowledge of DNS, DHCP, AD, Group Policy.
- Database experience (Microsoft SQL Server, etc.).
- Experience with mail security or Microsoft Exchange preferred.
- Ability to work multiple projects and tasks simultaneously in an efficient manner.
Job requisition: JR-04877 Business Support Agent (Open)
Primary location: San Diego
Additional locations:
Time type: Full time
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